Icom

DRAFT
 T tm

* Eoghan McCabe (CEO, product, visual design), Des Traynor (COO,

customer development, user experience design), Ciaran Lee (CTO,
software engineering), David Barrett (front-end engineering).

* Prolific speakers / bloggers about software design / development and

SaaS business.

* Ran Contrast for four years, a popular web software design

consultancy.

* Launched Qwitter and Exceptional (both acquired).

 T probm
* Building meaningful relationships with customers is hard /
impossible for SaaS providers (meaningful relationships → loyal
customers → profitable customers and organic growth)

* Building meaningful relationships requires: 1. customer discovery, 2.

customer research, 3. customer communication, 4. relationship
management

* The current tools available are complex, ineffective, not built for
SaaS… there’s no one tool to do customer relationship
management and messaging for SaaS providers.

* (Even e-mail fails: generating targeted e-mail lists takes a lot of work, e-
mail campaigns have terrible engagement because e-mail is out of
context)
 T solu
* Intercom is…

- simple install like Google Analytics,

- customer base browsing (e.g. signed-up today, on premium

plan),

- individual customer research (e.g. see Twitter followers,

company),

- advanced in-app messaging (user sees message on next login

or at specific event and can reply to messages),

- customer relationship management (Intercom calculates

relationship metric over time and allows app owner find people
who need attention).
 T mket

* Now: SaaS providers ($21 billion market, $93 billion in 2016 —

Forrester)

* Later: mobile and desktop app providers

 Lscape / compers

Social media research / Customer feedback / Email campaigns User analytics

management support
Campaign monitor KISSmetrics
Radian 6 Uservoice
Mail Chimp Mix Panel
Sprout Social Tender

Hootsuite Get Satisfaction

In-app messages
Crowdbooster Assistly
Hello Bar
Zendesk

KISSinsights
 Prog
* Product in development and testing since Jan, ready for public beta

* intercomapp.com

* Demo

* Private beta testers love the product, many are psyched to try it
 Wt we’ lkg f
* $600k convertible note

* 18 months of runway to work on:

- product-market fit

- customer dev

- early marketing efforts

- profitability

* Plan to raise further round in 12-18 months to turn up heat on

marketing